Submit an enquiry to the Specialist Debt Advice Service

You can get in touch with us below, through our online form or our helpline.

Submit an enquiry

We want to deal with your request efficiently, so we have produced guidance to help you submit the best information possible.

We will respond to enquires made through our online form within 3 working days for non-urgent enquiries (excluding weekends and Bank Holidays), or within 24 hours in emergency cases.

Please clearly indicate if your client is facing an emergency with their debt enquiry.

If you have multiple enquiries which relate to different clients, please submit them separately.

Coronavirus (COVID-19) update

At present, we are operating a full advice service remotely. Unfortunately, we are not able to attend any face-to-face meetings until further notice.

Any updates – such as reduced capacity – will be communicated through our website and telephone introductory message.

We wish you and your clients well in these unprecedented circumstances and will continue to offer our support with your complex casework.

Your details

First name

Last name

Job title

Phone number

Are you an IMA member?

Yes

Your organisation's name

Your organisation's address

Building and streetline 1 of 2

Building and street line 2 of 2

Town or city

Postcode

Client’s case

Is this a repeat enquiry?

If so, please enter the existing case number (optional)

Background information

Describe your client's situation and the problem

Please do not include any personal details of your client, such as their name, date of birth etc.

How can we help?

Describe what you need advice with

Is this an urgent case? (optional)

Please tick if urgent action is needed

Examples of emergency cases

Please select a case type where urgent action is needed. If we agree that your enquiry requires urgent action, we will respond to you in one working day. (optional)

Supporting documents

If you have any supporting documents, please submit them by email to specialistdebt@shelter.org.uk.

We are unable to accept any documents which contain client information, so please ensure that you redact all client information before sending documents. We will have to reject documents which have not been redacted and this could delay our response.

Helpline

Our telephone service is open 9am-5pm Monday to Friday.

Call us on 03300 580 404

How do we use your data?

We only collect the personal details we need to fulfil the service you expect from us. We do not collect or record any personal details about your clients. When using our service via telephone or our web form, we will ask you for:

your name
the name of the organisation you work for
your email address and contact telephone number

We will keep all your case information – including notes, letters and information given to us in relation to your enquiry – in a confidential record.

We use a customer relationship management system (CRM) to support our service. This means that we can keep the information you provide us, so we can access the history and relevant details of your case(s). This ensures that we provide appropriate and accurate advice or support.

Please see our full privacy statement for more information.